Iryna Shesterniak
Staten Island,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Meest America Inc.
Port Reading, NJ
12.2020 - 06.2024
- Responded to customer inquiries and complaints via phone, email, and live chat in a timely and professional manner.
- Resolved customer issues efficiently and ensured customer satisfaction.
- Provided accurate and helpful information about the company's products and services.
- Processed customer orders, returns, and exchanges.
- Up-sold and cross-sold products and services to increase customer satisfaction and revenue.
- Maintained detailed records of customer interactions and ensured confidentiality of customer information.
- Identified and escalated complex customer issues to the appropriate team members.
- Contributed to a positive and professional customer service experience.
- Utilized a CRM system to track customer interactions and manage cases.
Education
Hair Stylist -
Dnz "Buchatsʹke Profesiyno-Tekhnichne Uchylyshche"
Buchach, Ukraine06-2012
High School Diploma -
General Education School Grades 1-3
Ternopil, Ukraine06-2008
Skills
Communication Skills:
- Active Listening: Being able to attentively listen to a customer's issue and understand their needs is crucial
- Clear Communication: Explaining information in a way that is easy for the customer to understand, both verbally and in writing
- Professionalism: Maintaining a calm, courteous, and helpful demeanor throughout the interaction
Problem-Solving Skills:
- Critical Thinking: Analyzing the situation and identifying the root cause of the customer's problem
- Decision-Making: Choosing the best course of action to resolve the issue efficiently
- Initiative: Taking ownership of the situation and proactively finding solutions
Additional Skills:
- Technical Knowledge: Understanding of the company's products, services, and policies is essential for providing accurate information
- Empathy: The ability to understand and share the customer's feelings to build rapport and trust
- Patience: Dealing with frustrated or upset customers requires a calm and patient approach
- Computer Literacy: Proficiency in using various software programs, including CRM systems and email
- Organization: The ability to prioritize tasks, manage time effectively, and keep track of customer interactions
Languages
Ukrainian
Native/ Bilingual
Russian
Professional
English
Professional
Polish
Limited
Timeline
Customer Service Representative
Meest America Inc.
12.2020 - 06.2024
Hair Stylist -
Dnz "Buchatsʹke Profesiyno-Tekhnichne Uchylyshche"
High School Diploma -
General Education School Grades 1-3
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